Service Manager

Service Manager

With 100 years of success, Nixon Power Services is the world's largest distributor of Kohler Power generators. We operate in an environment where flexibility and a willingness to take on new responsibilities keeps things interesting! We value team members who are passionate, down to earth and have a "can do" attitude, and enjoy providing premium services to customers.

We are currently looking for a highly motivated individual to join the team as a Service Manager in our Charlotte, NC location. We are looking for a self-driven, results-oriented leader with a positive outlook and a clear focus on high quality customer service. The ideal candidate will be able to lead, motivate, and influence a team of Coordinators as well as work with cross functional leaders to grow our business profitability.

What you'll be doing:

• Improve the department's financial performance through increased productivity, and inventory and equipment management.
• Help develop, implement, and maintain consistent department productivity processes and procedures that drive revenue growth, increase gross margin, and decrease expenses.
• Assist with business plan and annual budget development.
• Manage and maintain mobile fleet and equipment.
• Lead and grow a team of coordinators, collaborating cross-functionally with stakeholders and other teams within the company.
• Develop talent through effective hiring, mentoring, development, and coaching.
• Assign work, schedule, and supervise customer service manager, technicians, and customer service advisors.
• Promote and lead the branch safety program, including participation on branch risk performance committee.
• Organize and optimize preventive maintenance (PM) and quoted service.
• Working with the Customer Service Manager, increase efficiency of PM schedules by analyzing geography, multi-work order trips, priority, technician skills, equipment and parts requirements and other resources.
• Open, issue, track, and close service work orders.
• Perform quality and safety audits in the field.
• Conduct warranty actions and filings to internal Warranty Administrator.
• Manage field service reports (FSRs) and their appropriate follow-up.
• Supervise proper usage, flow, and disposition of FSRs.
• Review FSRs for proper completion of customer service and equipment data, performed work, follow-up requirements, warranty applicability, parts and material usage documentation, time and mileage information, and customer signature and closure.
• Direct all billing instruction submission and job completion action.
• Other duties as assigned.

What we're looking for:

• Associate's degree in business administration or related field required, bachelor's degree preferred.
• Minimum 4-5 years of experience in power generation industry preferred.
• 4-5 years of experience in a leadership position required.
• Experience with Crystal Reports or Great Plains Dynamics applications preferred.
• Strong ability to lead, persuade, motivate, and influence others.
• Ability to multi-task, prioritize, and manage time effectively with strong attention to detail.
• Excellent communication skills, both written and verbal.
• Strong organizational skills.
• Proficient in Microsoft Suite of programs.
• Excellent customer service skills.
• Ability to learn quickly and teach others complex data and process and control tasks.